Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Hertz

  Ontario International Airport Ontario, CA 91761

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  5800 Gasoline Alley Dr Bakersfield, CA 93313-3741

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a car reservation rental from Hertz for 5 days (April 30th through May 3rd). RR 110531352/RES K73713782E9. Upon arriving to the car rental, I was told to just pick any car from Gold since I am a Gold member. I prefer SUV's, and was happy to see there were 4 options. However, TWO of these options did not have keys and the other 2 were electric which would not work for me. When I brought it up to the employee, he simply did not care. So fine. I chose a Chevery Malibu I believe. Decent size car. My biggest complaint is when I left. The employee who took my credit card asked if I wanted to pre-purchase fuel so I asked him what the gas prices were compared to the price for pre-pay. He stated that local gas prices were well over $5 and the pre-pay was $4.05. So I say heck yea!! Well, upon leaving the facility I quick;y noticed that gas prices were BARELY over $3!! I was LIVID. I tried calling Hertz so many times (probably 4 times that day, and 2 times the next two days), but I go hung up on, went to auto voice, and when I did finally reached someone, they said they couldn't help me. I wanted to cancel the pre-pay due to being LIED to. SInce I couldn't reach anyone to help me, I put in a online request. And it came back stating that nonthing would be done since I agreed to pre-pay fuel. I put a full tank of gas costing me $46 before dropping the car off. The Pre-pay amount was $64.13. So I am out a LOT of money!! I put in another online request, but it still came back with an auto reply. I tried calling and still NO ONE would help me with the issue. I would like my refund of $64.13 since I left the car with a FULL tank of gas that cost me $46. I would also like my rate discounted due to the lack of care and professionalism and choice of cars. Having cars with no keys on the lot is ridiculous.

  Business Response

  Date: 04/19/2024

  BBB Case 21582359
  RR No: 110531352
  
  This is a response to *************************
  
  With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21582359
  
  I am rejecting this response because:
  

  To continually give me the same robot answer is disrespectful and ethically wrong. I am a GOLD member and have rented from Hertz many times. I understand it's a contract, but I was NEVER asked to read over or sign anything!! I was told what I was told (a lie) by YOUR employee and then given a piece of paper and told to have a nice day. So how can it be a contract if I didn't sign? Please re-visit this and re evaluate how it should be handled. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/25/2024

  BBB Case 21582359
  RR No: 110531352
  
  This is in response to *************************.

  I am sorry that you have found our previous response unsatisfactory, and I am sorry for any inconvenience this has brought you. However, as stated before the signed rental agreement is a legally binding document. As you selected these additional value-added services and agreed to them by signing the rental agreement, we consider no monetary adjustments needed.

  I understand this is not the outcome you had wanted or desired, please know we do stand firm on this decision. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21582359
  
  I am rejecting this response because:
  

  I did NOT sign anything!!
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are disputing the fraudulent charges on our credit card from Hertz Car Rental. My Program Director,
  Missy M., rented a vehicle from Hertz at the rate of $191.74 per week (see attached agreement).
  Before her rental was to expire, she contacted the Hertz (Philadelphia Courtyard Marriot) office and
  asked if she could drop at another Hertz location approximately 30 minutes away. Missy M. was
  told that this new drop off location would be acceptable but they would have to charge the card an
  additional $50. Because Missy was dropping the vehicle off a day early the $50 charge was basically a
  wash and she agreed to this fee.
  Missy M. then dropped off the vehicle at this location (again approximately 30 minutes away).
  After the vehicle was dropped off, we were not provided with a physical receipt but told that it would be
  emailed to us. We were shocked to see that the price had doubled when the emailed receipt arrived.
  We contacted both Hertz offices in Philadelphia (the pick up and drop off location) and were told to
  submit an inquiry on-line. We went through the process and explained the situation and got nowhere.
  We just kept being told to submit another on-line inquiry and this is when we decided to dispute the
  fraudulent charges with the credit card company.
  On a more personal note, I own several small businesses and have never seen this level of intentional
  fraud and derailment. To have a rental agreement signed and then to double the fee without any
  notification after the fact is truly criminal. I have opened up a dispute with the BBB as well. If I were to
  advertise $150 for one of my programs, have the customer agree to it, and then charge their card $300 I
  would be out of business very quickly. Hertz is hiding behind a huge corporate vail and it’s not right nor
  ethical. I am hoping the correct thing is done and the fees are returned to us.
  Respectfully,
  Neil Hatchard

  Business Response

  Date: 04/23/2024

  Complaint ID: ********

  RR#: *********

   

  A review of our records indicates the customer called on 02/06/24 to extend the rental until 02/14/24, however there wasn't a request to change the rental location. Our records indicate as a gesture of goodwill our Customer Service team provided a refund for the one-way fee in the amount of $56.00 on 03/05/24. We have determined that an additional refund/adjustment is not warranted. 

  Customer Answer

  Date: 04/23/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Please see the attached two documents.  The first is our original agreement that shows the rate at $191.74/week.  The second is the final receipt they gave us after the car had been dropped off that doubles the weekly rate to $384.48.  Why did the rate double?  I did not authorize this rate and they charged our card after the car had been dropped off.  

  
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 04/26/2024

  Complaint ID ********
  Rental
  Agreement Number *********
  
  This is in response to **** *********
  
  In
  accordance with the Terms and Conditions of the Signed Rental Agreement if any
  changes or alterations are made to the original contract the rates and cost are
  subject to change. In this instance because the return locations were altered
  without advance notification you were billed the appropriate inner-city fee.  changing the return location.
  
  Adjustment credits are based on information which, in
  this case, does not support an adjustment to the additional charges
  billed.  

  Customer Answer

  Date: 05/03/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have attached the original agreement and then the invoice that was sent to us after we returned the car.  Before we returned the car, we called both Hertz offices and asked what the fee would be to return it to another location.  The response was $50 and we agreed to it.  The $50 was charged on the inner city line item (see attached).  However, the charges for the rental DOUBLED and that was not acceptable.  I am asking Hertz to refund the $383.48 difference.  
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 05/09/2024

  Complaint ID: ********

  RR#: *********

   

  Please be advised the rate on the document you provided is based on you picking up and returning to the Philadelphia, PA at Courtyard Marriott. Again, the charges are correct and an adjustment/refund will not be provided. 

  Customer Answer

  Date: 05/10/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The original agreement rate should be honored.  Because they have access to my credit card does, it not give them the right to change the terms of the agreement.  The due diligence we did to call both rental offices to confirm the cost to drop it off at the location should not go understated.  This process has been dishonest, fraudulent, and illegal.  We will not stop our pursuit to hold Hertz accountable.  

   

  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 17, 2023 We turned in our rental car that day. We had lost the keys and I tried calling the airport where we rented the car, but only got the agency that represented them. They were going to come tow the car and then make some keys. I knew that would be double the expense so I called a locksmith and had keys made myself. When we finally made it to the airport (had to reschedule our flight), there was a guy outside accepting the cars, ******, who had me fill out an incident report. He told me since we had keys to the car made, there shouldnt owe anything else. However, the next day when I unpacked, I found the keys and key fob. I still didnt have a direct number to the rental place and since we knew we werent going to owe anything, I didnt worry. I did send the keys down to ******* hoping to get an address of where to take them, but now have them back in my possession since no direct answer has been given. If I had been contacted the next day before they made the key fob and given a direct place to send them, I would have expressed mailed them to the company. No communication was made. Then January 11, 2024, I start getting information that I owe $445 for the key fob made plus a fee for it. The invoice was on the 18th-the day after we turned in the car.I asked why there was such a delay in contacting me. They said there is usually a 2 month period before the issue comes to their department. I have had several e-mails and sent in responses to each with no resolution to my dispute. I even mailed a certified package with a letter and all of the information in it regarding my dispute. All that I have received back are e-mails stating that I owe the money. Nothing addressing my dispute or even where to return the key fob/keys. They didnt even tell me that I had put an incorrect date on the interior of my letter so they must have just glanced at it and didnt respond.Please call me and let me know if my complaint is valid.************ Bl

  Business Response

  Date: 04/23/2024

  BBB Complaint: 21577806

  RR# or RES# not known

   Please provide your rental agreement number it may say RR# or RA# or the 11 digit reservation number beginning with the letter K. If you are able to attach screenshots of the information that has been email to you, please attach that information. Once I have that information I can investigate the charges..

  Thank you for contacting us.

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21577806
  
  I am rejecting this response because:

  Please see attached:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/14/2024

  BBB Case 21577806
  Rental Record 588797171
  
  
  This is in response to *************************, 
  
  
  The manager has advised the key replacement fee will remain because they had to make a key fob. I know this is not the outcome you hoped for but the case has been reviewed and the charge is considered valid. There is no refund warranted. 
  
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21577806
  
  I am rejecting this response because:

  The Hertz company has not made any effort to resolve any issues with me personally.  They finally called and just left a name and number after I contacted the BBB.

  I have 3 invoices.  One is the total rental agreement, one is the receipt for the key fob from Ace Unlocks of Pensacola,  and the last is what they say that I owe for the fob plus a service charge.  I totally disagree with any service charge since they did not make any effort to contact me nor try to settle the dispute.  However, the amount for the key fob is $345 and that is what I will agree to eventually pay if I have to do so.  I still disagree since I was told when I turned in the key that everything was good.

  I am not satisfied with this company and its lame efforts to settle this case.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a vehicle from the *********** location, for my wife to take my 6 year old to ********* for a cheer competition. On the way back to our home, my wife encountered multiple alarming issues, including collision warnings errors, key system errors, chassis control system errors, and a persistent check engine light issue. Despite contacting Hertz twice and receiving case #**********, we were instructed to take the vehicle to the ******************* for an exchange. However, the customer service representative at the airport was unhelpful, rude, and condescending. With no assistance from Hertz, my wife and daughter were forced to rent a vehicle from Enterprise, incurring unexpected expenses of $176.35. Additionally, we spent an extra $54.20 on gas due to this being a truck and the only vehicle available. Furthermore, Hertz charged an additional $100 upon dropping off the defective vehicle at the *********** location. I am formally requesting a full refund of $187.87, representing the rental cost, $176.35expenses paid to Enterprise, and additional $54.20 gas expenses incurred.

  Business Response

  Date: 04/23/2024

  BBB Case 21581418
  Rental Record 117172720
  
  
  This is in response to ***********************************,
  
  All Hertz vehicles are to be thoroughly cleaned, serviced and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your wifes rental experience. I apologize for the issues she experienced during her rental. I have issued a refund for the rental in the amount of $187.87. I have also issue a separate refund in the amount of $82.15,which is for half the fuel of $27.10 and $55.05 for the difference between the original Hertz reservation and the Enterprise rental. Both refunds should post on the billed credit card within the next 7 business days.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/15/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental Record# ********* Name: ************************* I had rented a car on 4/3 at *************** and returned the car on the same day around 7pm with a full tank of gas. Once I arrived to return the car, an attendant of Hispanic origin told me to leave the car, leave the key inside, proceed to gate and we will email you the receipt. On 4/9 I received a call from Hertz that I to call them back if I am still in the possession of the car, I called them back promptly and gave them all the info about the return. On 4/10, I get a call again, called back and ******* told me it will take ***** hours for the contract to be closed and the location i.e Hertz *************** has to close the contract and that we have started the process. I started noticing $100 charges on my credit card every day starting April 9, so I called hertz again on 4/14 and was told again contract needs to be closed and this time they will do it. As of now, after multiple calls and calling the *************** hertz directly who does not even pick up the phone, the situation is not resolved yet

  Business Response

  Date: 04/19/2024

  Complaint ID: ********
  ********************** RR#: 112389616

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any concern caused by the delay in your rental contract being closed out. Our records show the contract has been closed out and final invoice issued as of 04/17/24.  Rest assured, these delays are being addressed with appropriate management for their full review and corrective action where deemed necessary. We can confirm the total charges billed is $50.65 and have attached a copy of your final invoice for your review and record. The authorizations made on your account were immediately released at the time of the rental close out. 

  As a gesture of concern, we have applied a free rental day of points (950 points) to your Gold Rewards account. It is our hope you will use these points toward a future rental and allow for us to regain your complete confidence. 

  Customer Answer

  Date: 04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/15/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hertz UBER rental agreement (Rental Record #*********). Within approximately 15 minutes of picking up the vehicle, I had a low tire pressure warning light on the right tire. Due to problems with valve stems on the right side tires of the vehicle, I could not put air into myself. I took to ***** to You in *********. Located at ********************************. Details of the problem with the repair are detailed in a recollection letter uploaded in this complaint. I ended up buying a tire. When asked to get reimbursed, the Hertz counter help told me they would not reimburse the cost. He said that if I didn't agree, I would have to call the corporate office. The corporate office transferred me to roadside assistance who stated I could get reimbursed using case number 5240 124 119. I had spent approximately 6 hours at the tire store getting repaired within the first 2 days of the rental. On Tuesday, I had an UBER ride to the ******* area. While there I noticed that I now had a left rear tire low pressure warning light. I was close to the Hertz store I rented from and told them that in roughly 5 days, I was faced with a 3rd day of going to a maintenance shop. I asked if there was anyway they could help me by extending the rental agreement a day or possibly swappping vehicles. They said there was nothing they could do. They said that I was to get a voucher from them and take the vehicle to get it repaired on my time. I then asked about reimbursing me for the tire I had purchased for the vehicle using the case number I had been provided. They said that meant nothing to them and they would not reimburse me. I did get agitated. I told them I did not rent a vehicle to drive to maintenance shops to get repairs. I threw papers down on the counter. The HERTZ manager told me to get out of the store and called police. She had taken all my paperwork. Again, there is a much more detailed report included in the uploads of this along with supporting documents.

  Business Response

  Date: 04/18/2024

  Complaint ID ********
  ********************** Agreement Number 112945475
  
  This is in response to *****************
  
  I appreciate you allowing me to address your concerns. After review of our records under the terms of the Uber Car Rental Program it is in violation to perform any work or service to the vehicle. We have in-network vendors that we partner with to take care of all maintenance needs during the rental period.
  
  if the renter encounters any difficulties, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** team to arrange for repair or exchange of the vehicle. According to our records, you notified us of repairs after the fact.
  
  It is also in policy that Uber rentals are billed in 1-week intervals, regardless of the return date.Based on the facts pertaining to this matter the charges billed are valid. I do apologize for the inconvenience this matter has caused you.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21579814
  
  I am rejecting this response because:  I have received your response to my BBB compliant number 21579814.  In your Hertz response, there is no final billing total.  I took it on myself to go to the dealership at ***************************************************************************** 4/19/2024 to find out what the total bill was.  They had a total final total of $583.94.  This is $250.00 more than the $333.94 I was anticipating.  I was told by the manager that she had added a $250.00 cleaning fee to the bill. Hertz made the decision to close the rental out and cash this despite no resolution I am aware of having taken place by both parties.  I originally turned in the vehicle on the 9th as confirmed in the police report I attached to the original complaint I sent to the BBB.  In addition, I included a gas receipt that I had filled the vehicle prior to showing up to the Hertz dealership on the 9th to discuss my options due to ongoing maintenance problems with the vehicle.  This receipt was just minutes prior to turning in the vehicle on 4/9/2024 and per the police report.  You are only addressing the error I made (in good faith) in getting the tire replaced.  There has been no addressing the fact that I stopped at the Hertz on 4/9/2024 because I was now having additional problems with the vehicle.  Your team at the dealership on the 9th stated they could not change out the vehicle nor could they add a day to the current rental for the ongoing problems and my loss of time. They said it was my responsibility to take the vehicle to a dealership with a voucher to get it looked at and they could not change out the vehicle or extend the rental period for all the time I was spending in the shop.  In addition, they would not even hear me out.  The Hertz staff kicked me out of the store and called police on me.  This was in the morning of April 9th as reflected in the police report.  Later that day, I received an e-mail from Hertz stating that I needed to bring the vehicle in for service.  This was dated April 9th at 12:56PM.  It states that I would not have to end my rental but a vehicle could be swapped to accomodate the maintenance.  Why was I not afforded that option when I took it in for the knock it was making and the left rear tire low pressure light on.  This is exactly what I had asked for when I stopped at the Hertz dealership on 4/9/2024.  I came home on 4/19/2024 as again the staff said they had closed out the rental and could do nothing about the charge of $583.94.  They said I would have to call billing.  I called billing at ************** when I got to my house and spoke with a Hertz representative named Faith.  I told her about the additional charge that had been added to my billing and I wasn't happy.  She stated to me that a $250.00 check was being processed and would be mailed to my house.  She stated that it would take 7 to 10 business days to arrive.  In reality, I do not believe this check will be here prior to the 10 days I have to respond to the BBB with regard to the Hertz reply they sent me so I want to be given the opportunity to receive the check and get it into my account prior to agreeing to the Hertz response.  In addition, ***** told me that the rental had not been closed until the 18th which was an extension date that Hertz tried to impose on me saying that I had not turned in the car.  There were several e-mails sent to me that Hertz was extending my rental due to the vehicle not being turned in.  Again, the police report verified the vehicle was returned on 4/9/2024.  E-mails continued to me from Hertz regarding how they were going to extend the rental another week as late as 4/16/2024.  I had practiclly begged someone to call me to try to get this situation resolved.  I was told by corporate that I had spoke with that there was nothing corporate could do because the rental had not been closed out by the store. So to resolve this matter, (1st) I am asking that someone confirms the $250.00 check that I understand is being processed and sent to my house as I was told, and you give me a chance to get it into my account.  (2nd), The e-mail I received on 4/9/2024 at 12:56 PM was in direct contradiction to what the staff at Hertz told me and I should have been provided an alternate vehicle to be allowed to continue to UBER in.  They stated I had to take it to the shop and wait with a voucher they would provide.  Im not makiing money which is the intent of the rental by sitting in a shop waiting to get a rental vehicle serviced and checked out for problems.  Your response only addresses the tire I had already replaced, not the ongoing problems I was having.  This in mind, I would like an additional prorated 2 days refund of $95.41. for returning the vehicle on 4/9/2024. I think this reasonable as your staff did not provide me the options that an e-mail later that same day did.  This is a contradiction between your store and your corporate policy as stated in the e-mail.  Lastly, while i was at the Hertz store in ******* on 4/19, they insisted they had closed the rental on 4/11/2024.  It was confirmed by ***** at the billing department that this account was not closed out until 4/18/2024 despite having returned the vehicle on 4/9/2024.  I think the staff at your Killeen store run on emotion, they ar childish, unprofessional, and unethical.  I made an error as I understood in good faith in getting the tire replaced.  Other than that I acted in good faith.  The Hertz staff kicked me out of there store, called police, did not return the rental in the Hertz system until the 18th despite the vehicle being returned on 4/9/2024.  I had continued to receive Hertz e-mails until 4/16/2024 threatening to extend another week.  Please respond to the 2 requests I have listed.  I think Hertz should have the e-mails should have the e-mails they sent me but let me know if you need me to send them to you.  I believe I have provided paper copies of all of these Hertz e-mails to the BBB office in person to your ********** office.  Please feel free to let me know if you need any of these documents also.  I look forward to your response.

  Sincerely,
  
  *****************

  Business Response

  Date: 05/06/2024

  Complaint ID: ********

  RR#: 112945475

   

  My sincerest apology for your experience. A review of our records indicates our **************** team issued a refund for the cleaning fee of $250.00 on 04/19/24. It can take up to 7 days for the refund to post to your account. As a gesture of goodwill I have issued a refund of $95.41 to your credit card, please allow up to 7 days for the refund to post to your account. 

  I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. Your feedback will be shared with the appropriate Hertz management for review and any necessary internal corrective action. 

  Customer Answer

  Date: 05/08/2024

   
  Better Business Bureau:  While I am going to accept this final response, I can only say that there is training needed by the staff at this particular office.  There is also a large disconnect between what is going on in that office and the policies which I read from your corporate offices.  I do appreciate you making this right but it has been a very bad experience and that cannot be changed.  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 4 I made a reservation with this company at the airport Seatac in *******. I removed all of the add-ons because they are optional on the website. I went in to pick up my car, but they did not verify my insurance, they just forced me to sign an agreement with them. Many other people are dealing with the same problem. The add-on service is the Loss Damage Waiver. I have my insurance, so I know I don't need it. The lady kept telling me it was mandatory which was a lie.

  Business Response

  Date: 04/22/2024

  BBB Case 21508940
  RR#*********
  
  
  This is a response to ***********************.
  
  Hertz thoroughly reviews every customer's inquiry, and we appreciate you reaching out. 
  
  After review, I am unable to substantiate any conversations that take place at the rental counter, but please accept our sincerest apologize for receiving anything other than professional and courteous customer service. Your contract shows as accepting the loss damage waiver at the time your reservation was confirmed. It was acknowledged and accepted by your signature on the signed rental agreement. Had an accident or loss occurred during the rental, Hertz would have honored the terms and conditions of the rental agreement. I have included a copy of your signed rental agreement for your records.While we are sympathetic to your situation, we respectfully decline your refund request.

  
  Thank you for reaching out. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21579018
  
  I am rejecting this response because:
  
  Your company baited and switch people into signing the contract by telling the customer it is mandatory to have the loss damage waiver. Just look at those ****** review, how many people are getting scam at your ***************?? If I am flying out disguise as insider would you pay me a million dollar for this mal-practice? It doesn't matter what the contract said, when your company is scamming people with your policy. I'm happily move this into court and have an insider come to your office and investigate your scam.
  
  BBB should definitely investigate this location. I'm willing to bet they have been scamming people for years. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/25/2024

  Complaint ID: ********
  ********************** RR#: 112945044

  This correspondence is being sent in response to ***********************. 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Our records show you reached out to our ************* team under a separate forum regarding the Loss Damage Waiver (***) charges and as a gesture of goodwill, a refund of 1/2 of the *** was provided. This adjustment was made on 04/23/24 and will show on your billing statement within 5-7 business days. Further adjustments are not warranted and this credit does not indicate a billing error occurred. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

  Customer Answer

  Date: 04/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable, but I will still going back for the full amount that they stole from me and other.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental Record #*********.Spoke to customer service 3 times for over ********* each time, the first week of February on the perks of being Hertz Presidents Circle Status which I am. First issue was the price was cheaper when not logged into vs being logged into the loyalty account. The rep could not explain why. Second issue was on the guaranteed update - was stated the class I would be upgraded to based on my reservation was not offered that class when I checked in. Third issue was told I could go straight to my car due to my loyalty status, could not do so as this was the first time checking in under this status. Miss information on my time spend via the phone with customer service and the supervisor.Main issue - my credit card was charged $7.62 on 3/19/24 after my reservation and prior to my pickup. No receipt or email was sent! I called customer service, they told me to talk to the desk attendant when I picked up my car. The desk attendant could not help told me to call the accounting department. There is no phone number for the accounting department a case must be filed. Filed a case on 4/1/24, case number ********. Received an email on 4/8/24 that the case was being escalated. Have not heard back and today is 4/15/24.The issue is that the vendor in this case Hertz has the credit card information from the initial reservation, charged the card an additional fee with no receipt or email, there is no one at a phone number to communicate with that can look into this and my case has not been resolved in over 2 weeks. Looking for a resolution as what is preventing Hertz from charging my card again for additional fees without reasoning?

  Business Response

  Date: 04/23/2024

  BBB Complaint# ********
  RR# *********
  
  This is in response to *******************
  

  Thank you for taking the time to bring your concerns to our attention.
  
  After further review our records indicate you were charged $7.62 in association with a prepaid voucher, which you will find attached to this correspondence. The prepaid voucher was applied to your final invoice, which is included also.  
  
  The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability. Please be aware that we cannot always guarantee a complimentary upgrade. Although we regret your inconvenience, our records indicate the vehicle class reserved was provided at the time of rental. However, as a gesture of goodwill I would like to extend ***** loyalty points.
  
  Thank you for being a valued President ****** Member. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21578989
  
  I am rejecting this response because i sent Hertz a response to their email on 4/17/24 and still have not heard back as of 4/23/24.  The email is attached.  At the end of the day they emailed me and said they have no history of this charge on my credit card in which i returned and sent them a screen shot of.  If there is not history there is fraud and they need to dig in.  Having a voucher applied would have nothing to do with a charge on my credit card.  Their response is not satisfactory and the amount of time they take to respond is unacceptable.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/25/2024

  Complaint ID: ********

  RR#: 105251134

   

  I apologize for any confusion. Upon the prepaid reservation I show the initial amount of the prepaid charge was $646.59 on 02/01/24, on 03/17/24 the reservation was checked online at hertz.com and it re-shopped the rate which caused the additional charge of $7.62. However I don't show that any changes were made to the vehicle, date, or times. We will address this matter internally to prevent recurrence. Again, I apologize for the confusion and any inconvenience caused. 

  Customer Answer

  Date: 04/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation #K5621997475;L-1651760-5 I reserved and fully paid for a reservation with hertz for 1 week (1 WEEK AT $812.58 USD and1 EXTRA DAY AT $****** USD) which totalled to $1098.17 USD which I had paid in full several weeks before I picked up the car.At the time of picking up the car , the individual at the counter assured me that my reserved rate was good and if there are any incidental charges or damages or fuel charges those would be added on once I return the car . So I signed the document he gave me and moved on .I returned the car on the scheduled date with full fuel and no other incidental charges . However when I received an invoice from Hertz , it showed an higher amount , by $75 which was an increase in the base rate of the rental . I had paid for the reserved base rate of ****** but was charged $175 . I was not informed of this even when i picked up the vehicle nor at the time of drop off . I tried several times to reach Hertz in this asking for an explanation of those base charges and why they increases it from the agreed rate at the time of reservation . Had I known about this at the time of the reservation I would have gone to a different rental agency with a competitive rated . I receive no answer or communication from Hertz and the agents I spoke to could not give me an answer and kept asking me to call back at a later time . I experienced pathetic customer service from them . The I had to dispute the charges with the credit card company as I received no explanation for the higher base rate being charged . After submitting the documents , the dispute was resolved in my favor and I received a confirmation that I dont owe $75 to hertz. However a few weeks later they send this to collection and causes a issue in my credit score. I have disputed this with the collection agency as well and writing here so that I get a fair response for the following unethical practices by Hertz/overland west on unassuming customers .

  Business Response

  Date: 05/01/2024

  BBB Complaint: 21578194
  RES ID: ***********

  This is in response to *********************************.

  Thank you for contacting us regarding this matter. I apologize for any inconvenience this has caused you. Upon further investigation into this matter, we have cleared the $75 balance owed to the collections agency for the upcharges to the base rate for an extra day. I do apologize that this price increase was not communicated to you.

  Thank you for allowing me to assist in this matter.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21578194
  
  I am rejecting this response because:

  
  I have been calling  the debit collection  agency and as of this morning the amount owed is still showing on my account . I have not received any written response that the my credit report has been corrected and the derogatory remarks removed . 
  
  I also received an email from ****** , who is in the executive customer service team . I am attaching the email trail here. Basically he has offered 500 loyalty points which I am never going to use as I am never ever going to rent from Hertz or their partners and has not stated that $75 is not due from me anymore . I have emailed him to confirm the same .
  
  I dont trust Hertz as they say one thing and do something else behind the screens hence
  1) want a written confirmation from them that I do not owe them anything ,
  2) written confirmation from the debt collection agency that I dont have a balance 
  3) updated copy of my credit reports with derogatory comments and the negative information on my credit report has been removed.
  
  Unfortunately for the countless hrs I have put in chasing this and the mental trauma this has caused , they can never compensate.
  
  Appreciate your help in this matter .
  
  
  

  Business Response

  Date: 05/27/2024

  BBB Case 21578194
  RR No: L16517605
  
  This is a response to *********************************
  
  We have reached out to our claims team in an effort to close this claim. Rest assured you will receive an update via email as soon as possible.
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21578194
  
  I am rejecting this response because:
  
  This was the last response from the business . I have not received any further emails from the business or the collection agency that this is closed .  I am still seeing derogatory remark filed on my credit report . I am not sure what I need to respond to the case , but now I see that it has automatically closed without a proper resolution.
  
  Kindly let me know what I need to do to get this resolved .

  Business Response

  Date: 07/08/2024

  BBB Case 21578194
  Rental Record L16517605
  
  
  This is in response to *********************************, 
  
  
  The collection claim has been closed on this rental agreement. The renting location has confirmed they were no longer pursuing the $75. They also advised the company that handles their collections has cancelled out the collections claim. This is all referenced in Hertz case ********. I apologize for any confusion surrounding this rental. 
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21578194
  
  I am rejecting this response because: I had requested an update to my credit report with the derogatory remark removed by the collection agency and sending me a copy of the same . I have tried reaching out to them several times and there is no response . My impeccable credit history was affected because of this which resulted in me having to pay a higher interest rate for my loan for no fault of mine .
  
  Sincerely,

  *********************************

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hertz charged for insurance that was declined. Upon returning the car, I spoke to 4 different customer service agents and supervisors to resolve the issue directly with Hertz. I was repeatedly put into long holds, no response or disconnected. I asked **************** (credit card used) to help resolve. Hertz never responded to AMEX inquiries per AMEX policies, AMEX closed the file and gave me a credit. Hertz has proceeded to send numerous collection notices and have now sent a letter that all privileges and memberships with Hertz have been revoked. The rental record number is ******** and the invoice date is 01/26/2024

  Business Response

  Date: 04/18/2024

  Complaint ID: ********
  ********************** Agreement Number: 917620664
  
  This is in response to *************************
  
  After review of our records the Rental Agreement Number you provided is not a correct rental agreement as Hertz rental agreement numbers consist of nine-digits. I conducted further research, and I was able to locate a rental agreement for 1/26/24 with our Dollar location at the *************, **********, however, there was no charges billed for added insurance.
  
  Thank you for contacting us.